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Regional Manager- Branch Operations

Pune, Maharashtra

Ujjivan Financial Services Pvt. Ltd.

Job Description


Establish and continuously improve processes and SLAs across the branch operations ensuring alignment with the corporate strategy, policies, internal controls and standards
Implement and Monitor branch operations strategy for the region:
Ensure 100% regulatory and process compliance at branches for the region
Monitor branches operations team's performance
Provide guidance for process improvement and communicate updates on new processes/system



Implement approved operations policies and processes;
Recommend Process improvements
Development of branch operations budget for the region
Variances against budget should be reported to Head-Operations on a periodic basis
Accountable for overall control of branch operations and administration
Coordinate with regional heads across functions to resolve critical issues and process improvements


Analyze C-Sat scores at the regions periodically and identify the related process bottlenecks
Recommend changes in processes in consultation with Head - Operations
Train branch operations' team on efficient and courteous customer service
Analyze channel usage data and provide valuable inputs to stake holders for optimum usage
Ensure adherence to TAT for all branches transaction, grievance redressal and customer queries

Internal Process

Oversee management and tallying of GL accounts in the system;
Ensure end of day reconciliation for branches for the region
Ensure compliance on KYC , AML and Regulatory related compliance
Ensure adherence to timelines for branch level risk and compliance reporting across all branches in respective region
Process level Gaps/Issues/Audit findings Accountable for the timely follow-up and closure of issues raised in Audit and design action plan for minimizing similar lapses
Resolve escalations pertaining to ATM downtime; cash reconciliation and customer grievances
Regular review of existing process to suggest changes to enhance customer experience at Branch
Closely work with Regional Operations Manager to ensure delivery within SLA
Liaison with regional heads for resolving escalations and thus ensure seamless branch operations
Coordinate with regional heads of support functions on escalated issues from branch

Learning & Performance

Guide/train the team on Process , Compliance and Update on Changes
Develop an action plan for low performance branches to ensure higher process compliance
Ensure that the Branch Operations team maintain the highest standards of professional conduct, ethics, integrity, and control in execution of all their daily operations
Ensure adherence to training man-days/ mandatory training programs and recommend identify new areas for training & development for self and team
Ensure goal-setting, midyear -review and annual appraisal process happens within specified timelines for self and reportees

(Knowledge and skills needed for satisfactory performance of the job)

Knowledge of banking related compliance/regulatory requirements
Knowledge of banking business & operations
Good Understanding of Core Banking System
Ability to focus on operational efficiency
Knowledge of transaction monitoring and reconciliation
Vendor Management


System and process orientation
Training capability
Quality orientation
Problem-solving ability
Customer Service Orientation
Team management

Company Description

There were many microfinance institutions active in rural India, but very few served... India’s urban population. To bridge this gap, Ujjivan focused on the urban poor. This is a fast growing segment that is relatively new to India’s microfinance industry. Our surveys and interaction with the urban poor show that they are exposed to enormous contingencies and are required to share their meagre resources with neighbors, friends, relatives and colleagues. Hence, there is a tremendous amount of bonding and affinity among them. We have also found that, contrary to popular belief, the urban poor are a stable population. Therefore, the significant difference between the urban and rural population is the lack of time and availability of space in cities.  Read full description

Additional Information

Last updated:
Job type:
Full time
Position type:
Minimum experience:
Between five and ten years
Compulsory Education
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